About The Position
This position supports customer accounts across all tiers. The specialist analyzes and responds to customer requests, resolves issues, conducts research, prepares reports, and identifies account penetration opportunities. They advise on customer setups, provide service failure recovery management, and keep customers informed of new products, service enhancements, shipment and order entry changes, product-specific issues, and missed metrics. The role involves collaborating with operations to resolve and escalate service failures, creating corrective action, and recommending process improvements. Additionally, this position determines root causes of service failures to ensure resolution and decrease reoccurrences.
Requirements
- Applies UPS policies and procedures to situations and operations
- Understands features and business applications of UPS services, products and customer-facing technology offerings/solutions
- Applies supply chain and logistics knowledge as it relates to manufacturing and distributing products
- Generates standard and customized reports and information queries; accesses appropriate databases; interprets and clarifies data
- Identifies customer problems; uses appropriate internal resources to resolve complex customer issues
- Synthesizes, combines and integrates information and data to form conclusions and make sound decisions/recommendations
- Experience using Microsoft Office products or equivalent software
Nice To Haves
- Freight Forwarding, Distribution, Customs Brokerage and/or Transportation experience
- Bachelor's degree
Responsibilities
- Reviews rates, tracks shipments and orders and updates customer files and profiles.
- Provides response tracking, track and trace services and notification of status information and events impacting clients.
- Interfaces with customers during service failures to address concerns.
- Conducts customer surveys to identify trends, process improvements, issues and satisfaction.
- Collaborates with operations to ensure pickup and delivery during proactive tracking activities.
- Conducts research and performance tracking; monitors client activity to support service level agreements and events impacting customers.
Benefits
- Employer will sponsor visas for specific positions.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
